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Telephone Consultations

To improve access to healthcare all initial contact with your Case Managers will occur by telephone. When you contact the surgery, the Receptionist will ask you to provide a brief outline of the issue and a correct telephone (mobile or landline) to be contacted on, if the Case Manager is dealing with another patient at the time you call. Case Managers will phone you back, the order of call back is based on a triaging system of medical urgency, so providing us with details of your issues can be used to provide an equitable system for everyone.

Please also be aware that our telephone numbers are now withheld for confidentiality purposes & will appear as a "Blocked number"

The initial telephone contact with your Case Manager is often suitable to deal with most issues. If your case manager feels that is appropriate to ask you to attend for a face to face review they will organise a date and time with you.

Due to the unpredictability of workload each day we are unable to give you a specific time that you will be called back, however there is no longer a need to call at 8am when surgery lines open as case managers are available throughout the day.  If there is a time period of an hour or so during the day when you may be available to speak, please let us know at the time of your call, and we will endeavour to ring you then.

Calls will be prioritised on medical urgency, therefore it is important that you give a brief outline of the issue when you contact the surgery. Please note that all outgoing calls from the surgery will be displayed as caller withheld, if your telephone does not accept this please inform the receptionist of this at the time you call.

All telephone calls are recorded & we take great care to maintain patient confidentiality. If you wish us to speak to a family member or carer please ensure you have completed a Third Party Consent form 

Please ensure that we have the correct contact details (click link to change or update your details) or appropriate telephone number to contact you at that time. 

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